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Dynamics 365 for Customer Service

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With the current pandemic, customer service has become more important than ever. With physical distancing being the key, old ways to handle customer service is giving way to new ones. Discounts and freebies do not really work. What works is exemplary customer service. A happy customer can lead to more business while a frustrated one can lead to a decline many folds.  The Customer Service in Dynamics 365  module allows you to manage and track customer service activity in your organization. The functionality is broken down in two main function sets that of service management and service scheduling.

The core of Dynamics 365 for Customer for Service is the case and support ticket. A case is assigned to customer service agents or leads as the case may be in an organisation who assign it further other agents to route the case to appropriate work queues. The key components are

  •  Users: The people in the organistion
  •  Accounts : Customers
  •  Contacts: People who work for your customers
  •  Cases: Customer issues to resolve
  •  Activities: Things to do to get the case resolved
  •  Posts and Notes: Comments on a case
  •  Tasks: Activities pertaining to a case
  •  Queues : List of activities and cases
  •  Views : list of accounts, contacts and cases

In case you want to know more as to how Dynamics 365 can help your organisation, reach us for a free consultation

 

 

On-Prem vs Cloud: What to go for?

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To put it succinctly, there is no easy way to decide whether the on-premise or SaaS model will be cheaper in the long run.  However it is worth noting that the industry is moving fast towards the SaaS model. And there just might be a scenario where the on- premise model ceases to exist and one would have to jump in a hurry. Hence it is advisable to embrace what is the certain future of the CRM industry. However if you are still deciding, below are the key points worth pondering upon:

  • The cost of purchasing and maintaining your own on-premise hardware:  The cost of acquiring the hardware and the software for your solution
  • The cost of annual maintenance of software: Studies show that it costs approximately 20% of the  cost of acquisition as annual maintenance costs. One may choose not to pay but then you end up acquiring an unsupported expensive piece of software.
  •  Implementation costs: These costs are certainly lower with SaaS, however it is important to consider who and how good the implementation partner is . The cost of customisations will depend on
    • How much customisations have been done
    • How well the design was done and
    • How well the customisations have been documented
  • Efficiency of cloud: It is not easy to quantify the gains but it is only fair to offset these gains against the costs

Furthermore, if you are interested to analyze cloud vs on- premise costs, one can use this calculator to know the TCO (Total Cost of Ownership) comparing cloud cost to on-premise costs for similar capabilities.

If you want to discuss about a project, you can write to us for a free consultation here.

Exploring Data through Power BI

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Businesses are in a hurry to get things done to stay ahead of the curve. To just do that and help businesses move from hard copy of reports, Microsoft has launched Microsoft Power BI and thereby shifting the focus from IT to the end user. One always needs interactive reports without the programming part of it. And Microsoft Power BI, is one such powerful application with a lot of features. You can create your reports in Power BI Desktop and share them with others on the Power BI Service. Like all Microsoft products, Power BI has several products including:

  •  Power BI Desktop: This is used to create reports by installing a Windows application on your device
  •  Power BI Service: Is a cloud service to share reports with your team
  •  Power BI Premium: Enterprise solution to licence BI instead of per user
  •  Power BI Mobile: A solution for Android/ iOS mobile phones and tablets
  •  Power BI Embedded: This allows to build and share applications with users who don’t have access to BI
  •  Power BI Report Server: This is an on-premise reporting infrastructure for creating/ publishing and distributing Power BI reports.

The key components of Power BI include

  •  Reports :  For any successful business, reports are the source of making decisions. Now reports can be in form of charts, graphs, maps and other graphical representations. And a report in BI can pull data from only one dataset.
  •  Dashboards: This is a collection of visual(s) from a report. Great for decision makers, top management to have a bird’s eye representation.
  •  Workbooks: Much like excel files for datasets.
  •  Datasets: These are collection of data from multiple database tables.
  •  Workspaces: This helps in creating a dashboard from the areas in the Power BI service that gives space to organise and work

Power BI is supported on Microsoft Edge, Internet Explorer, Google Chrome, Safari Mac and Firefox desktop. If you have a great idea, you can request a free consultation here.

Business Excellence With Microsoft Dynamics365

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World over the landscape for businesses are changing as we speak. It is increasingly imperative to keep moving ahead the operations with agility as the customers response change. Wile Microsoft overhauled Dynamics CRM and introduced Dynamics 365, a superior product designed to enhance customer engagement and off course to stay ahead of the competition.Business Excellence with Microsoft Dynamics365.
Strategically speaking, Microsoft Dynamics 365 transforms empowers workforce and helps them be ahead of the curve with smarter systems and seamlessly bringing different departments like Marketing, Sales, Customer Relations and Operations together for the betterment of the organisation. The cloud based platform, Microsoft Dynamics 365 helps in bringing the end customer to the forefront of each transaction. This not only empowers businesses but also helps bring the all relevant data together on a single dashboard that helps making smarter business decisions.
In a era where social distancing is the new norm, having access to streamlined customer data helps the marketing team in reducing the sales cycle with quick and customised services. Microsoft Dynamics 365 easily achieves that by giving decision taking capabilities in the hands of the teams.  Also, since organisations already using Microsoft Office, Microsoft Dynamics 365 makes it easy to integrate and quickly turn around all business scenarios.

On another note, a key point to be taken into consideration is that having a cloud based Microsoft Dynamics 365 CRM can be quickly scaled up to meet businesses requirements as easily as to scale down in times of difficulty. Plus, coming from Microsoft stable, security, mobility and other features are not a matter of any concern. If you have a great idea for your business you can write to us for a free consultation to know more, how Microsoft Dynamics 365 can help you

MS Dynamics 365 For Sales Explained

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A pertinent question that most people ask is what does Dynamics 365 for Sales exactly do? While to put it succinctly,  Dynamic 365 for Sales transforms the sales experience for your customers with unique experience. A good thing that helps the app take a lead over other CRM systems is its integration with LinkedIn, a boon for salespeople. The system can seamlessly qualify, assign  leads and provides real time data at every step. The smart app helps in guiding users towards the most lucrative areas systematically. And to add to it, all this is available on a single view dashboard, giving a birds eye view of the organisation’s relationship with the customer.

MS Dynamics 365 for Sales. (Image courtesy Microsoft)

While the app makes it easy to manage the entire sales process journey right from the lead stage to managing the pipeline to account management and reporting, it also automates repetitive tasks which is a gamechanger because sales people can do what they are best with, build relationships and generate value for the customers by nurturing cross selling opportunities as well.

The well defined, with the help of AI app plays a perfect support role helps in keeping the leads moving up the sales pipeline with automated reminders and predefined actions. This has been proven to increase productivity and engagement in organizations.

A product from the Microsoft stable assures of seamless integration with other Microsoft products like Office 365, SharePoint, Power BI and others also helps in increasing the overall customer engagement processes, positively. Dynamics 365 Sales makes am ideal solution for organizations. You can write to us for a free consultation to know more, how Dynamics 365 Sales can help you.

Reinventing Marketing in an Era of Social Distancing with Microsoft Dynamics 365 Marketing

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It is certainly not easy, with social distancing being the key, continuing with traditional marketing for most organisations. Organisations are experiencing a sea change in their approach and activities, but the underlying principle remains the same, that of improving customer engagement and that is not an easy task.

Email and SMS have become the most important tools to communicate with the customers and the Microsoft Dynamics 365 Marketing Module, delivers exactly that. Precise, predictive and personal consumer communications based on data and relationship. Lot of organisations in the past have had difficulty in setting up and running a Email campaign with the help of third party vendors. Now it is as easy as 1-2-3 of setting up with Dynamics365.

Microsoft Dynamics 365 Marketing can help create easy, customisable email templates and coming from Microsoft there’s an assurance that it would have been tested on different browsers, mobiles etc so there wouldn’t be any compatibility issues. Plus these templates reflect the organisation ethos for quality work. With the Dynamics 365 Marketing one could also integrate the Marketing lists and send out personalised SMS for scheduling services, appointments or even taking feedback. Offcourse one would need to take care and be compliant with the standard privacy guidelines.

Sending out personalized marketing emails have a higher open and a click rate than non targeted ones. While sending out mails to your customers is a good way to communicate, it is the challenge to send out to the ones you don’t know about. But help is at hand, Microsoft Dynamics 365 Marketing offers smart landing pages that help an organisation to identify and track how a prospect is interacting with the website. This can be used to create a customer journey. So for example if a visitor to your site is spending reasonable time browsing a product offering, Dynamics 365 Marketing can track this and send the customer through a tailored journey for that offering. A high success rate has been seen when doing and tracking an event. So for example an organisation can send out pre scheduled emails and text for an upcoming event/ webinar for registration/ signups. This activity can also be tracked through the analytics as to how many opened, when they opened and so on. One can fine tune the marketing campaigns according to the analytics. This registration campaign can be followed up with a reminder and follow up with the confirmed participants. And once the event has happened, a follow up personalised communication can also take place.

All this at your fingertips. Dynamics 365 Marketing makes a strong case for organizations focussing on re (branding) and marketing their products and services. You can write to us for a free consultation to know more, how Dynamics 365 Marketing can help you.

Why PowerApps is a great solution in times of COVID-19

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The last few weeks has put businesses in a strange situation. While mostly working from their individual homes, teams and businesses are struggling to collect data and/ or to communicate efficiently. This situation is largely familiar and Power Apps comes to the rescue. Power Apps, a smart no-code application development platform from Microsoft. The users have the confidence to create great solutions without the hassles of coding and reaching out to tech support.
Experience shows that Apps are usually both time consuming to develop and costly. To add to it customisation is always a challenge, more so when it doesn’t function the way, one imagined it to be, once the data is migrated into the app. This causes a lot of heartburn and makes abandon the App quickly rather than becoming a consumer. But this is not the case with Power Apps. So without the time and cost implications of a custom app development, one can start building a Canvas App on Power Apps with easy drag and drop functionality, keeping the end user in mind. Just like how you would do a slider in a PowerPoint. Specially in times like these, one can quickly create an app for sending out company wide information or have reports and activities from respective teams easily. Security is also not a challenge because PowerApps comes from Microsoft and these apps can be accessed across platforms.
Rather than depending on external resources and/ or internal tech teams, one can quickly make any Canvas App and start using it. There are added advantages as well like if you are already using Dynamics 365, office 365, SharePoint etc, Power Apps can (using CDS) help in collecting data and disseminate to all relevant teams in the business.
PowerApps makes a strong case for organizations which are already using the Microsoft platform for data. If you have a great idea for your business you can write to us for a free consultation to know more, how PowerApps can help you.

Power BI as a Business Intelligence Tool

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We at Pragmasys Consulting are one of the leading MS Dynamics CRM implementation partners for Microsoft. We use Microsoft Dynamics 365 to help our customers with their digital transformation journeys for a a profitable and fulfilling customer experience. Microsoft Dynamics 365 has quite recently has made it easier to seamlessly integrate the core modules for Sales, Marketing, Customer Service etc with Power BI, Power Apps, etc. from the Microsoft Power Platform. Moreover the easy to access and analyse the data can now be used across the organisation from directors, to managers by simple click – access – share features. This helps to manage data more efficiently, automate business processes and improve customer experience.

Some of the benefits of using Power BI as a Business Intelligence tool are:

Interactive data visualization

Power BI’s interactive data visualization enables users in an organisation to do many things like data cleaning, preparation easily. This reduces organisation’s investment in other resources

Microsoft enabled

Most customers today are powered by Microsoft Enterprise subscriptions, so it allows users to sign into Power BI platform seamlessly. Power BI can also make use of other technologies like Automated Machine Learning | Azure Cognitive Services etc.

Ease of use

Using Power BI is as simple as using other Office 365 products like Excel, Word etc. It is intuitive to get a sense of the data from different perspectives by using features like slicers, report filters etc. There’s also a lot of resources available on the interactive Power BI community platform to get answers quickly.

Artificial Intelligence

As a Microsoft product with years of excellence, Power BI delivers experiential data exploration capabilities. This allows to bring analytics to the forefront of any businesses with measurable actionables

If you want to know how your business will benefit from using Power BI, write to us for a free consultation to know more

Simple ways to improve after sales service with Dynamics CRM

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There is no denying the importance of aftersales service. Every industry has a certain commitment level to their customers which they have to maintain. How do you ensure that your employees deliver a high quality after sales service? Monitoring the team’s performance is a great way. Microsoft Dynamics is CRM system which performs a wide variety of tasks. Services such as after sales service are not overlooked. With MS Dynamics you can ensure that your business provides customers with the ultimate experience of customer service.

MS Dynamics solutions

Microsoft Dynamics is more than just a Customer Relationship Management system. It offers a vast range of functions and solutions for your business. There are many features that business can leverage to improve the after sales service to their valued customers. Some solutions are:

Regular communication: Keeping in touch with customers is essential. There are numerous ways in which to keep in contact. Some of the more popular ways is though text messages, email, telephone call, letter etc. You can send customers information about your company – achievements and awards, new changes and policies, new products you are launching etc. This regular communication makes a customer feel valued and a part of the company.

Feedback forms: Asking the customer for a feedback is a great way to know how your customers feel and what they think. It makes a customer feel that their opinion and suggestions matter. Businesses that ask customers for improvement suggestions have a better relationship with their customers. The feedback and suggestions also help to improve services and provide the customers with the services that they actually want.

Response time frame: The amount of time taken to respond to a customer or fulfil a customer request should be as short as possible. It is crucial to ensure that customer requests are attended to as soon as possible. MS Dynamics CRM provides a detailed report with information regarding pending requests. It can also assign certain requests to particular people to ensure that they are all attended to. Dynamics CRM ensures that no customer is forgotten and it also ensure a quick response. Customer queries that require intervention of senior authority can be easily forwarded to the concerned person to ensure that the request is completed.

Workflow: After sales service may involve several processes and departments as well. MS Dynamics makes the workflow process easy by enabling the customer request to be forwarded for further processing. The status of the customer request can easily be tracked. If the request is delayed at a particular stage it can be checked to find out what the issue is. Microsoft Dynamics makes the after sales service process very simple. The Management team can also track the work flow and the team performance. If a particular customer request is forwarded to the wrong department it can easily be reassigned to avoid delay.

Microsoft Dynamics offers multiple options and solutions to improve after sales services of businesses. This can help a business grow its customer base and also improve its customer retention rate. For a customer based business customer retention is of prime importance. The cost and effort to retain existing customers is much lower than the cost of acquiring new customers. Therefore is it advisable for a company to give equal importance to after sales service and customer retention as it is does to marketing and acquiring new customers. Microsoft Dynamics CRM makes this process easier. Dynamics CRM also has powerful marketing tools which can help to generate leads and help in higher conversions.

Forecast your insurance sales with Dynamics CRM

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Analysing sales performance is one of the most important activities carried out by a company. Sales performance tells the management and the team if they are performing as expected. Have they met the targets? Have they crossed the targets? Could they have performed better? Are there days that they performed better and days that the performance went down? What was the reason behind the good performance and poor performance? Can these factors be controlled? How to reach optimal sales performance?

Sales is analysed on a monthly basis and sometimes on a daily or a weekly basis. Sales figures are crucial for the growth of an insurance company. The sales reports generated from the CRM helps with the sales analysis.

 

Why are sales figures so important?

Every insurance company employee knows the importance of sales figures. No one needs to explain the reason. Every insurance company is geared towards driving sales. Sales are the basis on which an insurance company generates its revenue. Higher sales mean higher revenue. Poor sales mean lower revenue. There is a certain minimum sales level which has to be met for breakeven. It is a certain income level, which helps the business to stay afloat by covering the expenses and salaries.

 

Reporting sales

Daily, weekly and monthly sales reports can easily be calculated by the MS Dynamics CRM. You can have a variety of different types of reports. Sales is not just about the sale itself. A sale begins with seeking opportunity; this can be in the form of leads or referrals. The Microsoft Dynamics CRM can assimilate and sort data based on its importance and category. It can generate daily report of sales and leads.

 

Forecasting insurance sales

It is easy for a company to assimilate their performance and how much they have earned but this is not enough. A business needs to have a rough idea of how much they are going to earn. Forecasting sales is no child’s play. It involves studying the environment, setting targets, revamping the sales team and proceeding forward with a strategy. Marketing strategy greatly impacts the sales performance.

 

How does Dynamics CRM impact forecasting

Microsoft Dynamics can be used to generate a sales forecast based on previous sales performance. The sales expectations can be altered based on marketing strategy, sales team size, current market trends and various other influencing factors.

 

Capitalising on media and news highlighted events can help insurance sales. Natural disasters and other disasters can be used to promote insurance sales as a precautionary measure. The current wave of fear does make potential customers more vulnerable and help increase sale of insurance policies.

 

Acquiring Microsoft Dynamics

To get Microsoft Dynamics get in touch with Pragmasys, the Microsoft Gold Partner. Pragmasys has a pre-customised version of MS Dynamics called Pragmassurance. This software system has already been prepared to meet the needs of the insurance industry. The tables, entry forms and reports have been preformatted. With Pragmassurance you can start using the Dynamics system almost immediately. It eliminated the time delay usually taken for system customisation. You existing data can be migrated into the tables with minor changes and the system is ready to use.

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